[Hiring] Team Manager, Customer Success Consultant @Staples Inc.

Role Description

At Staples, our Customer Success organization plays a critical role in supporting our largest and most complex customers while enabling sellers to stay focused on growth. As a Team Manager, Customer Success, you’ll be a frontline people leader responsible for guiding, coaching, and developing a team of Customer Success Consultants who manage day-to-day account support. This role is ideal for a hands-on leader who thrives in a fast-paced environment and is motivated by delivering exceptional customer experiences while driving operational excellence.

• Lead, coach, and performance-manage a team of Customer Success Consultants supporting enterprise and complex customers.
• Drive Customer Success strategy by fostering a culture of ownership, accountability, and execution.
• Partner closely with Sales leadership to ensure strong collaboration and aligned routines.
• Optimize team efficiency through effective delegation, workflow management, and process consistency.
• Serve as the primary escalation point for complex customer issues and resolution coordination.
• Use data and insights to identify trends, coaching opportunities, and service improvements.
• Support onboarding, training, and continuous development through feedback and development planning.
• Identify opportunities to reduce customer friction through automation and process improvement.
• Manage special projects and customer initiatives aligned to evolving business priorities.

Qualifications

• Strong people leadership skills with experience coaching and developing teams.
• Exceptional problem-solving skills with a bias toward action.
• Proven ability to collaborate cross-functionally in a matrixed environment.
• Strong data acumen with the ability to translate insights into action.
• Excellent organizational and time-management skills.
• Strategic thinker who can act decisively in real-time situations.
• Customer-first mindset with professionalism under pressure.
• Resilience and adaptability in a fast-paced support environment.

Requirements

• Bachelor’s degree required.
• 3+ years of experience in a customer-facing role.
• Experience supporting or partnering with sales teams.
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
• Strong written and verbal communication skills.

Benefits

• Inclusive culture with associate-led Business Resource Groups.
• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays).
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!